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Customer Success Manager
2 months ago
Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company's research-based curriculum, developed by education experts, includes the award-winning ABCmouse.com® Early Learning Academy, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Espaol. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children.
Summary:
As we expand our global reach and increase the educational impact of our programs, the Age of Learning School Division is looking to add to our team Presently, our Customer Success team is in search of a passionate, highly detailed driven, self-motivated, and collaborative individual to take on the Customer Success Manager role.
Responsibilities:
- Execute Engagement Strategies: Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services. This involves creating customized plans that align with customer goals and monitoring their progress to ensure success.
- Customer Advocacy: Act as a strong advocate for customers across all areas of the business. Collaborate closely with product, engineering, marketing, sales, and executive leadership teams to ensure that customer feedback and needs are effectively communicated and addressed. Strive to represent the customer's voice in every decision made.
- Relationship Building: Develop and maintain robust working relationships with Business Product Managers, Technical Product Managers, Support personnel, and Innovation and Accountability Specialists. Work collaboratively with these teams to ensure a unified approach to customer success and satisfaction.
- Oversee Customer Success Lifecycle: Manage the entire Customer Success lifecycle for assigned accounts. This includes onboarding, ongoing support, and renewal processes to ensure customers have positive experiences and achieve their desired outcomes with Age of Learning products and services. Regularly review customer journeys and identify opportunities for improvement.
- Drive Key Metrics: Monitor and drive key metrics related to product implementations. Focus on customer health indicators, renewal rates, expansion opportunities, and engagement data. Utilize this data to identify trends, forecast future customer needs, and implement strategies to enhance customer satisfaction and retention. Regularly report on these metrics to senior leadership and provide actionable insights.
- Professional Development: Work closely with teammates to provide and coordinate cohesive professional development plans that meet the needs of customers' goals and initiatives. Anticipate professional development opportunities by monitoring reports and data. Deliver effective and engaging in-person and virtual professional development to district/school administrators, teachers, and support staff.
- These responsibilities require a proactive, customer-centric approach, excellent communication skills, and the ability to work collaboratively across multiple teams and departments.
- 3+ years experience preferred in K-12/EdTech in Account Management, Client Services and/or Customer Success) and/or school district instructional or administration roles
- Excellent active listening and communication skills
- Experience implementing (vendor or customer) cloud-based, platform products.
- Strong demonstrated service-delivery experience with educational SaaS solutions
- Excellent written and verbal communication and interpersonal skills.
- Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
- Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
- Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
- Detail-oriented, with strong organizational skills.
- Ability and willingness to travel up to 80% locally within the Los Angeles Unified School District.
- This is a remote position but must be located in the Los Angeles area.
- CRM experience
- Must be Bilingual in Spanish
- Bachelor's Degree required
The estimated salary range for a new hire in this position is $85,000 USD to $110,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location.
Age of Learning currently provides:
•90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
•A 401(k) program with employer match
•15 paid vacation days (increases to 20 days on your 3-year anniversary), 11 observed national paid holidays plus 9 sick days
•Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
An Equal Opportunity Employer
Age of Learning, Inc. (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state, or local laws, regulations, or ordinances. Age of Learning, Inc. (the "Company") will consider qualified applicants with criminal histories pursuant to EEOC requirements and state applicable laws, e.g. New York City Fair Chance Act.
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